Unable to process the pdf files with PDF-Tools

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adamp
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Joined: Tue Mar 24, 2020 11:56 pm

Unable to process the pdf files with PDF-Tools

Post by adamp » Wed Mar 25, 2020 12:14 am

I plan to use the PDF-Tools to process a large number of pdf files (I need to put in the files some comments). I try "import comments" function and unfortunately, at very beginning, after starting the batch processing - the program reports, that inputs pdf files have bad format ("unsupported file format"). I checked other functionalities too (like changing pdf file properties - the same behavior).

BTW: PDF-XChange opens my input files normally, without problems.

What's wrong?

Please note that I'm trying to test the program using free version.

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TrackerSupp-Daniel
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Joined: Wed Jan 03, 2018 6:52 pm

Re: Unable to process the pdf files with PDF-Tools

Post by TrackerSupp-Daniel » Wed Mar 25, 2020 12:22 am

Hi, adamp

Thank you for the report, Could you please first verify that you have the latest version installed (8.0.336.0) and if not, please update the software and try again. You can check the running version under help > about.
If you are running the latest version, please right click on the tool you are using and choose the "export" function, and send that to us here. Note that all settings in the tool will be saved during the export, if there is sensitive data in the tools options, please email us instead <support@tracker-software.com>.
Finally, can you identify which specific files are causing this issue, and if possible, send us at least one of them?

Kind regards,
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

adamp
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Posts: 2
Joined: Tue Mar 24, 2020 11:56 pm

Re: Unable to process the pdf files with PDF-Tools

Post by adamp » Wed Mar 25, 2020 1:02 am

Daniel,

I tried to reproduce the PDF-Tools behavior using trivial, simple pdf files as input and I received other message "The system cannot find the path specified". In that situation I added the old pdf, which I tested before. Now, for the old file I have the previous message (unsupported file format). For these new simple pdf files I have the message about "path".

In regard to your asking, I used the command "Export Selected Tools" for the tested tool and unfortunately the file produced ("PDF-Tools Exchange.pdtex") has 0 bytes in size.

My three pdf files used as input I sent to your e-mail.

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TrackerSupp-Daniel
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Joined: Wed Jan 03, 2018 6:52 pm

Re: Unable to process the pdf files with PDF-Tools

Post by TrackerSupp-Daniel » Wed Mar 25, 2020 5:59 pm

Hi, adamp

Certainly, thank you for trying that, As this issue pertains to sensitive files, we will continue the discussion Via email.

Kind regards,
Daniel McIntyre
Support Technician
Tracker Software Products (Canada) LTD

Sales: +1 (250) 324-1621
Fax: +1 (250) 324-1623

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